Realtime Analyst

Key Responsibilities

1. Real-Time Monitoring & Queue Management

Monitor real-time queues across:Inbound/Outbound voiceChat, Email, Back-office workstreams

Track performance against key metrics:Service Level (SL)ASA, Queue depthAHT, Abandonment rate

Ensure queues are balanced and staffed appropriately

2. Intraday Performance ManagementCompare actual performance vs forecast and schedule

Identify variances and highlight risks proactively

Execute immediate corrective actions to maintain SLAs:Skill reassignments

Queue prioritizationTask redistribution

3. Adherence & Shrinkage Monitoring

Track real-time schedule adherence at agent and team level

Highlight non-adherence and coordinate with Operations for corrective action

Monitor shrinkage (planned vs unplanned) and flag deviations

4. Real-Time Decision Making

Recommend and execute intraday actions such as:Overtime (OT)Voluntary Time Off (VTO)

Shift extensions or adjustments

Manage contingencies during:Volume spikes

System outages

Staff shortages

5. Stakeholder Coordination

Work closely with:Operations (Team Leaders / Managers)

Scheduling and Planning teams

Act as a bridge between WFM and Operations for real-time updates

Communicate performance insights, risks, and action plans clearly

6. Reporting & Dashboards

Publish intraday reports capturing:Service level trends

Queue performanceAdherence metrics

Maintain RTA trackers and dashboards using:ExcelWFM tools

Provide timely updates at defined intervals (hourly/daily)

7. Tools & Systems

Work on real-time monitoring using:Verint / Genesys / Aspect

Ensure accuracy of real-time data feeds and dashboards

Support automation and reporting enhancements

8. Governance & ComplianceEnsure adherence to:Client SLAs and KPIsoperational guidelines and governance

Maintain logs of actions taken for audit and review purposes

Graduate in any discipline

2–4 years of experience in WFM (RTA / Intraday management)

Experience in BPO/contact center environment is mandatory

Exposure to multi-channel operations (voice & digital) preferred

US Rotational Night Shift